Director, Workforce Management

IntouchCX is a global leader specializing in digital customer experience management, back office processing, trust and safety solutions, and AI services. With over 25 years of industry expertise, IntouchCX has built a strong reputation for scaling with integrity, fostering trusted long-term partnerships, and empowering its workforce to innovate and drive positive change. The company’s commitment to harnessing technology and human talent combined has made it a preferred partner for enterprise clients globally, delivering comprehensive, advanced solutions to meet complex business and customer needs.

IntouchCX operates across multiple regions, servicing large-scale contact centers with a focus on creating seamless customer interactions and enhancing operational efficiency. By integrating artificial intelligence and machine learning into its service offerings, IntouchCX continues to lead the way in digital transformation within the customer experience domain.

The role of Workforce Director at IntouchCX is pivotal to the success of the managed services team, supporting shared service operations for enterprise clients. This full-time leadership position demands a strategic thinker and innovator who can oversee the end-to-end workforce management processes such as forecasting, capacity planning, scheduling, and real-time operations management. The Workforce Director ensures that staffing efficiency is maintained at the highest standard, aligning team performance with client KPIs and financial targets. This involves a hands-on approach in reviewing, approving, and optimizing WFM processes to ensure exceptional delivery and consistent RTA performance.

A key element of this role is the utilization of cutting-edge AI technologies and automation tools not only for reporting but also for advanced data analytics. The Director will work closely with the WFM Program Optimization Leader to align global strategy with local execution excellence, fostering strong relationships with both internal teams and external partners. Additionally, the Workforce Director holds responsibility for mentoring and developing a high-performing team of workforce management professionals, creating tailored development plans to nurture talent and drive continuous improvement.

This role requires expertise in large-scale, multi-regional contact center workforce management environments and deep knowledge of WFM platforms and software such as Calabrio Aspect, Nice, Verint, alongside experience with data visualization tools like Tableau and Looker. The Director must exhibit strong competencies in coaching, change management, performance orientation, and strategic staffing to anticipate real-time needs proactively and ensure daily operations meet desired outcomes effectively.

IntouchCX offers a collaborative, inclusive workplace culture, honoring equal opportunity principles and providing reasonable accommodations to employees and applicants with disabilities. This role represents an excellent opportunity for candidates seeking to lead innovative workforce management initiatives at a top-tier, globally recognized organization that values growth, technology, and empowerment.